Capital Staffing Services Ltd

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last inspection we rated this key question good. At this assessment the rating has remained Good. This meant people’s needs were met through good organisation and delivery.

This service scored 68 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people were at the centre of their care and treatment choice. People and their relatives told us their care needs and choices were met. Despite this some care guidelines required more detail to ensure they were person-centred.

Most people had detailed daily routines set out in their care plan. However, due to the health focus of most people’s care there was an inconsistent level of detail around likes, dislikes, personal preferences and interests. Some people’s personal care guidelines were detailed and personalised, but some lacked sufficient detail. The risks of not receiving care according to people’s wishes and preferences was being mitigated by having regular, consistent staff and input from relatives/representatives who could advocate for people to ensure care was always person-centred.

People’s communication needs were assessed and guidelines put in place to ensure staff understood people’s communication styles and preferences. One family member told us, “Nurses communicate very well with my [family member] and are kind and caring.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People and their representatives consistently reported continuity of care as a major strength. Relatives valued having regular staff who knew their family member well, and good communication with senior staff and external partners. When people needed to go into hospital, they were often supported by staff that knew them well.

Relatives noted that rotas were adapted quickly and communication with external professionals was frequent and proactive. Senior managers also maintained strong working relationships with commissioners, which supported consistency in staffing and oversight.

The provider understood their responsibility to provide accessible information which supports people’s rights and choices. They told us they would adapt information to meet people’s needs and make reasonable adjustments where necessary. The registered manager told us, “We can provide all our care plans, policies, and important documentation in accessible formats on request, including large print, Braille, or audio recordings”. Despite demonstrating a good understanding of the Accessible Information Standard there were no recent examples of making reasonable adjustments such as providing easy read versions of care plans or key policies. We did not see any people that were disadvantaged by this, and the provider has told us they will improve their practice in this area.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

People told us they felt listened to and confident managers would act on concerns. They described senior leaders, including the CEO and registered manager, as accessible and responsive, with one parent noting they, “respond when we need something… things get sorted as they arise”.

Complaints raised had been addressed professionally, and one parent described their experience of raising concerns, confirming that managers investigated and acted appropriately to resolve issues.

The provider made sure that people could access the care, support and treatment they needed. People were supported to access healthcare services. A healthcare professional told us, “The service informs relevant professionals promptly when individuals’ health needs change or deteriorate and maintains open and clear communication with all stakeholders and multi-disciplinary teams. Appropriate referrals to other professionals are made in a timely manner.”

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Equality and diversity policies were in place and staff had received equality and diversity training to ensure people’s care, treatment and support promoted equality and protected their rights.

People from diverse cultural and religious backgrounds described staff as respectful, sensitive and consistent in meeting their cultural needs. One person told us staff followed all their religious and cultural requirements, including practices during personal care and household routines.

Staff demonstrated a good understanding of the potential discrimination people could face and how they could be supported to overcome these barriers. One member of staff told us, “The people we support are vulnerable to discrimination due to their disabilities and communication difficulties. Having a strong network of support is important to ensure they get the services they need.”

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People receiving end of life care were supported through coordinated planning with external professionals such as palliative care teams.

Palliative care teams praised the provider’s sensitive and proactive involvement, including attending funerals and supporting families through end‑of‑life experiences.